Manager, Product Support

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. The Manager of Product Support will lead support operations, oversee the product support team, and ensure exceptional customer experiences while collaborating with product and engineering teams.

Responsibilities:

• Manage and mentor the product support team through hiring, onboarding, performance management, and continuous coaching
• Oversee daily operations, including scheduling and capacity management, to ensure SLAs and high-quality customer service
• Develop and maintain standard operating procedures (SOPs) and knowledge base documentation to streamline workflows and support consistency
• Define and track key performance indicators (KPIs) to analyze support trends and drive operational improvements
• Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution
• Collaborate with Product and Engineering teams to report and track bugs, while advocating for the customer by sharing ticket trends to influence the product roadmap
• Perform other duties as assigned

Requirements:

• Bachelor's degree in Business, Communications, Technology, or a related field
• 5+ years of experience in product support, customer success, or technical support roles
• 2+ years of direct people management experience
• Ability to work during PST business hours
• Strong understanding of product life cycles, bug tracking, and release processes
• Strong verbal and written communication skills, with a proven ability to navigate challenging customer interactions effectively
• Proven ability to conduct deep-dive technical root-cause analysis for complex, escalated issues
• Comfortable navigating and utilizing tools like Datadog, Mixpanel, Postman, PostgreSQL (writing/running queries), and Chrome Developer Tools to diagnose system, API, and frontend behavior